Lead Production Support Analyst managing production support operations for Individual Solutions & WFG applications. Focus on availability, performance, and operational excellence in a hybrid work environment.
About the role
- Technical Business Analyst supporting global partner relationships and resolving platform issues in travel tech company. Collaborating with teams to improve customer service and operational workflows.
Responsibilities
- Working alongside your team to support the customer and meet our service level agreement obligations.
- Providing exceptional service and communication to our global partners.
- Managing customer relationships for post-sales delivery requests and major issues.
- Establishing and developing an internal and external knowledge base through documentation and learning sessions.
- Providing technical and product support for our partners.
- Triaging and identifying the root cause of issues - providing assistance and collaborating with relevant teams to resolve issues.
- Monitoring the health of our platform, partners, and assisting in developing improved and automated workflows.
- Acting as a subject matter expert and communicating recommendations of processes, tools, and optimizations to internal teams and other stakeholders.
- Overseeing the successful completion of complex technical projects, from project planning to execution.
Requirements
- Strong integrity and ownership skills and a desire to learn
- Strong attention to detail and the ability to identify requirements within partners' requests
- Ability to work well within a team environment and meet deadlines
- Ability to grasp new concepts quickly and efficiently
- Strong time management and personal organization skills to handle multiple assignments
- Excellent spoken and written communication skills in English, other languages are an asset
- Knowledge or familiarity with Excel, SQL, HTML, JIRA, Business Intelligence Platforms and/or Splunk
- Experience in supporting partners/customer over multiple time zones
- Experience in working with a Service Desk
- Airline industry knowledge or are familiarity with travel technology
Benefits
- RRSP Matching
- Comprehensive Health Plans
- Flexible Paid Time Off
- Travel Experience Perk
- Annual Wellness Perk
- Commuter Perk
- Work From Anywhere Program
- Parental Leave Top Up
- Adventure Pass
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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